Agenda and Track Topics

There’s no better conference for learning and sharing ideas about improving customer experience, operational efficiency and ensuring compliance than Interactions 2019, the industry’s largest conference. The conference features a rich array of breakout tracks dedicated to helping you and your organization succeed in areas such as customer experience, operational efficiency and compliance., with over half led by Customer Experience professionals like you. In addition, you will hear from visionary keynote speakers that will inform, challenge and inspire you.




Track topics to include:

CX Strategy and Emerging Contact Center Trends

Who Should Attend:

Learn how to transform your contact center from an expense to a strategic asset and source of competitive advantage. Join us as we explore new ideas and approaches that will help you “win every interaction” across the customer journey and achieve your customer experience (CX) goals

Analytics - Turn Insights into Results

Who Should Attend:

See how organizations, just like yours, use Interaction Analytics solutions to turn customer interactions into valuable business insight with advanced speech and text analytics. Learn about NICE Nexidia's technology and broad range of solutions, covering a variety of business use cases across different verticals.

Voice of the Customer: Complete the Picture

Who Should Attend:

Join this track to learn how to confidently execute the critical elements of a voice of the customer program that drive lasting business success. Hear directly from organizations that transformed themselves by building a complete real-time view of the voice of the customer, and by driving engagement for every role in the organization. Learn how to put yourself on the path to organizational alignment and CX success.

Automation and AI - Streamline Service Delivery

Who Should Attend:

This track will reveal how organizations are using automation solutions to simplify, improve and even remove time-consuming desktop and back office processes. Learn how process complexity can be streamlined for much greater operational efficiency and explore the latest innovations in advanced automation solutions, such as Robotic Automation.

Driving Employee Productivity & Motivation

Who Should Attend:

Discover how different organizations are using Performance Management to communicate individual goals and data with transparency, target coaching for specific behaviors and track overall coaching effectiveness. In this session you will uncover new ways to motivate and engage your employees, making them own and feel part of the process, using gamification and other industry best practices

Service Excellence with QM & Analytics

Who Should Attend:

Explore the different ways organizations are driving contact center service excellence. Uncover best practices for Quality Management and agent improvement and find out how speech and desktop analytics are being used to identify and target the right coaching. In addition, you’ll learn how to align your QM programs with your business objectives to optimize your results.

Enhancing Workforce Management

Who Should Attend:

Discover new ways to help you improve your WFM skills - intraday automation, forecasting/scheduling precision, and collaboration. We’ll dig deep into enabling technologies, supported with customer success stories. You’ll receive valuable information as expert users walk you through their processes and best practices. Join us and uncover ways to amplify your WFM program.

Driving Back Office Proficiency

Who Should Attend:

Learn how back office environments can improve operational efficiencies by correctly routing back office work, gaining visibility into employee activities and automating mundane tasks by planning and assigning resources based on capacity and backlog requirements. See how back office employee performance goals can be easily tracked and monitored as you learn from industry best practices that you can quickly apply to your organization.

Omnichannel Recording & Voiceprint Authentication

Who Should Attend:

Learn how to manage interaction capture in a multi-channel world and ensure compliance across channels. Get an in depth overview of new Advanced Interaction Recorder (AIR) and Engage multi-channel capabilities. In addition, learn how customers leverage Real-Time Authentication to improve operational efficiency, enhance customer experience and prevent fraud.

NICE inContact – Customer Service Best Practices

Who Should Attend:

Learn new ways to engage and develop your team while also meeting the needs of all stakeholders: your organization, your agents and your customers. These sessions will be the start of exchanging ideas and insights with your peers so that you can return to work with fresh perspective on using current processes for success.

NICE inContact CXone Omnichannel Routing

Who Should Attend:

Tips, Tricks, and Case Studies for operations managers and users of inbound/outbound contact routing. Today’s empowered customers expect seamless, consistent interactions across all channels. Learn how to “win every interaction” with the latest tips and tricks from your peers on ACD/IVR, Personal Connection, Studio, and My Agent eXperience ™ (MAX).

NICE inContact CXone Workforce Optimization & Analytics

Who Should Attend:

Tips, Tricks, and Case Studies for operations managers and users of cloud WFO and Analytics. Delivering an outstanding customer experience requires an engaged, empowered team – on call at the right time and supported by insightful analytics. Hear how your colleagues get the most from their teams and Quality Management, Recording, Workforce Management, Performance Management and Omnichannel Analytics

NICE inContact CXone Advanced Customization

Who Should Attend:

How-to examples and case studies for IT managers and developers using Studio, APIs, and DEVone (formerly iCE). Contact center teams cannot afford to work in silos and still meet their customer experience goals – and neither can their data and software. Learn how to gain deeper insights on the limitless possibilities of CXone Open Cloud Foundation with Voice-as-a-Service, advanced scripting in Studio, plus pre-built and custom 3rd party integrations via open APIs.

NICE Uptivity WEM Solutions and Best Practices

Who Should Attend:

NICE Uptivity is a complete WEM solution, built on the latest technology and designed with the Small to Midsize contact center in mind. The NICE Uptivity solution helps the Small to Midsize Contact Center navigate their unique challenges and capitalize on opportunities available from their recorded customer interactions. NICE Uptivity is taking Analytics, QM, WFM, and Speech to the next level with a suite of tools that transform what customers are saying and doing into meaningful understanding of the customer perception.

Behind the scenes: Technology & Innovation

Who Should Attend:

Deepen your knowledge of your deployed NICE technology and learn about the latest technology trends and methodologies from expert speakers. This track, which will also review how make an impact with new solution enhancements, is designed for IT professionals, CTOs, technology experts and system architects who are responsible for evaluating, deploying or managing contact center technologies, including NICE solutions.

Education I: Workforce Management

Who Should Attend:

This track will focus on helping you improve your understanding of the core functionality of NICE Workforce Management as well as the relevant processes. These sessions are intended primarily for key users and individuals who administer and support the system. NICE’s knowledgeable experts as well as advanced users from the community will provide the tools and techniques to help you impact your own performance and extract added value from your NICE solutions.

Education II: Interaction Management & Real-Time Solutions

Who Should Attend:

This track will focus on helping you improve your understanding of the core functionality of NICE Performance Management solutions and NICE Advanced Process Automation Solutions as well as the relevant processes. These sessions are intended primarily for key users and individuals who administer and support the system. NICE’s knowledgeable experts as well as advanced users from the community will provide the tools and techniques to help you impact your own performance and extract added value from your NICE solutions.

Education III: Quality Optimization & Interaction Analytics

Who Should Attend:

This track will focus on helping you improve your understanding of the core functionality of NICE Quality Optimization and NICE Interaction Analytics solutions as well as the relevant processes. These sessions are intended primarily for key users and individuals who administer and support the system. NICE’s knowledgeable experts as well as advanced users from the community will provide the tools and techniques to help you impact your own performance and extract added value from your NICE solutions.